Call a Specialist Today! 800-886-5369

Dialogic PowerVille VIVR – Visual Interactive Voice Response
Extend the capabilities of voice-only IVRs with Visual IVR


Dialogic PowerVille VIVR – Visual Interactive Voice Response

Dialogic Products
Load Balancer Applications Software
Dialogic PowerVille VIVR – Visual Interactive Voice Response
Contact us for pricing!

Click here to jump to more pricing!

Overview:

Dialogic’s PowerVille VIVR – Visual Interactive Voice Response (IVR) extends the capabilities of voice-only IVRs by transforming them into collaborative web-based voice and visuals mobile applications for smartphones. By being able to share visual content during a voice call, PowerVille VIVR offers a mobile experience that conveniently and effortlessly engages the caller both visually and audibly.

PowerVille VIVR relieves contact center volume by delivering more calls to successful self-service interactions. This is accomplished through: visual navigation, which is faster than listening to audio-only prompts; increased accuracy, allowing the caller to read and re-read options before making a selection; and information-rich-input, where complex alpha-numeric data can be easily entered.

Although its primary purpose is to improve first-call self-service resolution rates, when a call has to be transferred to an agent, PowerVille VIVR easily bridges the gap between Mobile, Self-Service, and Customer Care with seamless transfer at any place within a self-service interaction. This enables agents to become noticeably more productive via reduced inbound calls and zero-outs, as the enhanced user experience leads to low interaction abandonment and improved average handle times.

Use Case Example – Financial Services

Financial institutions regularly launch new products and services that have unforeseen fraud risk factors. These unplanned fraud threats require mitigation approaches that are not only quick, but also easy for the consumer to understand. Current methods, such as voice-only interactions, are inflexible and can unintentionally put the consumer at a disadvantage when it comes to confirming whether fraud has actually occurred with respect to their account.

When a major credit card processor using PowerVille Visual IVR contacts a customer believing a fraudulent charge has been made, being able to visually share the transaction details with the customer benefits both parties. When a customer with a smartphone receives a call, they also receive a link to a browser showing them the charge in question. By allowing the customer to view the suspicious transaction, the agent enables the customer to quickly make a well-informed decision, while also shortening the duration of call.

Omni-Channel Experience

PowerVille VIVR can facilitate an omni-channel experience by giving a caller the option to transfer the call to an agent, start a chat or text session, send an e-mail, or request a callback. Thus, even in situations where the caller’s specific concern(s) might have yet to be addressed, giving them the ability to choose how to continue can help them maintain a positive view as to the overall experience. Furthermore, if the call has to go to an agent, PowerVille VIVR can intelligently route the call to the appropriate agent with context and continuity, reducing both call disruption and the need for information repetition by the caller.

Information Rich Input

A key feature of PowerVille VIVR is the ability to accept information-rich input (e.g., complex alpha-numeric data), a capability that is lacking with voice-only IVR. Also, if a caller decides to transfer to an agent after entering data, PowerVille VIVR can send a screen pop to the agent displaying all the data entered by the caller, reducing resolution time and improving customer experience.

Features and Benefits:


Features Benefits
Information-Rich Input Enable easy entry of complex alpha-numeric data
Secure Communication Channel Eliminate theft during data exchange to and from the IVR
Seamless Upgrade Preserve existing investment and increase return-on-investment (ROI)
Web-Based Visual Content Increase first-call self-service resolution rates
Omni-Channel Experience Start a chat or text session, send an e-mail, request a callback, or transfer to an agent
Menu-Driven Interface Enable more accurate selections and decrease average call duration

Visual IVR:

Visual IVR... Collaborative web-based voice and visuals mobile applicationVisual IVR... Collaborative web-based voice and visuals mobile application

Dialogic PowerVille VIVR – Visual IVR extends the capabilities of IVR by transforming it into a collaborative web-based voice and visuals mobile application for smartphones. By being able to share visual content during a standard voice call, PowerVille Visual IVR offers a mobile experience that conveniently and effortlessly engages the caller, improving first call self-service resolution rates. Add to the visual content the ability to collect alpha-numeric data through information-rich input to exponentially minimize the need for callers to transfer to agents, further reducing inbound calls and zero-outs as the enhanced user experience leads to lower interaction abandonment and better average handle times.

PowerVille Visual IVR can facilitate an omni-channel experience by giving a caller the option to transfer the call to an agent, start a chat or text session, send an e-mail, or request a callback. Thus, even in situations where the caller’s specific concern(s) might have yet to be addressed, giving them the ability to choose how to continue can help them maintain a positive view as to the overall experience. Furthermore, if the call has to go to an agent, PowerVille Visual IVR can intelligently route the call to the appropriate agent with context and continuity, reducing both call disruption and the need for information repetition by the caller. Additionally, if the visual portion of the call is still active when the call is transferred, the agent will be able to push content to the caller and also be able to see what the caller is seeing.

PowerVille Visual IVR relieves contact center volume by diverting more calls to successful self-service interactions through:

  • Visual Navigation - faster than listening to audio prompts
  • Increased Accuracy - caller can read and re-read options before selecting
  • Information-Rich Input - complex alpha-numeric data can be collected

IVR vs. Visual IVR

PowerVille Visual IVR - Visual Menu
PowerVille Visual IVR - Visual Menu
PowerVille Visual IVR - Pushing Content
PowerVille Visual IVR - Pushing Content

PowerVille Visual IVR - Benefits
PowerVille Visual IVR - Benefits

Documentation:

Download the Dialogic PowerVille VIVR Datasheet (.PDF)

 

Dialogic Products
Load Balancer Applications Software
Dialogic PowerVille VIVR – Visual Interactive Voice Response
Contact us for pricing!